As a technical adviser I often used a very powerful tool which allowed me to remotely connect to the customer's device. Before starting such a screen sharing session, I had to make a standard statement that informed the customer about the rules and procedures for data privacy and protection. This is a very important and strict standard under the GDPR. One day I accidentally replaced a word in this statement with a synonym. Of course, this call was listened by a quality analyst and my word substitution was evaluated as a big mistake. I understood the importance of following the procedures and rules. So to avoid such a mistake in the future, I placed a reminder on my desktop and looked at it every time I was suggesting remote access services for a customer. I took this experience very well and used it to become much better at managing the sensitive customer information. I have never repeated this mistake afterwards.

As a technical adviser I often used one very powerful tool which allowed me to connect to the customer device remotely. Before starting such a screen sharing session, every specialist must give a standard statement to inform customers about the rules and assure them that their data is safe. It’s a very important and strict procedure considering GDPR. One day I accidentally replaced the word from this statement with a synonym. Of course this call was listened to by quality analyst and my replacement was evaluated as a big mistake. I understand the importance of following procedures and internal rules. To avoid such a mistake in the future, I made a reminder on my desktop and looked at it every time I was suggesting remote access for a customer. I learned a lot from this experience and used it to become much better at managing sensitive customer information. I have never repeated this mistake again.